Training and Development Manager

Training and Development Manager

Department:               Training

FLSA:                            Exempt

EEO:                             First/Mid-Level Officials and Managers

Salary Grade:              20

Salary Range:             $86,720 - $130,080                                                               

Position Reports To:         Chief Experience Officer

Suspervisory Position:    No

People Vision:   At Sun Community, our people create a culture of genuine empathy, care, and connection. We are committed to supporting brighter futures and personal well-being, making us the trusted choice in the communities we serve. Changing lives, because we care.

Position Summary:

The Training and Development Manager is responsible for designing, coordinating, and delivering training across all levels of the credit union, from frontline onboarding to enterprise-wide initiatives and leadership development. This role ensures employees and leaders are equipped with the knowledge and tools to provide extraordinary member experiences, maintain operational accuracy, and meet compliance standards. Reporting to the Chief Experience Officer, the Training and Learning Manager plays a key role in aligning training with Sun Community Federal Credit Union’s mission of changing lives through financial services and ensuring consistency of service across all channels and functions.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Essential Functions and Basic Duties

Onboarding & Retail Training

1. Manage onboarding for all new hires, ensuring employees are service-ready and Keystone-proficient.
2. Deliver training on retail operations, compliance, and service standards to drive consistency across all branches.

Enterprise Training

1. Design and facilitate training programs for credit union–wide initiatives, including system rollouts, compliance updates, and member experience enhancements.
2. Partner with subject matter experts to develop and implement training that supports enterprise projects.

Leadership Training

1. Facilitate manager and leadership training, equipping leaders with skills in communication, coaching, compliance, and member service.
2. Partner with the Chief Experience Officer and leadership team to ensure managers are prepared to lead engaged, high-performing teams.

Training Program Development & Delivery

1. Create manuals, job aids, e-learning modules, and classroom content to support a variety of learning styles.
2. Conduct training evaluations and assessments to measure retention, application, and service impact.
3. Maintain training records and ensure compliance requirements are met on schedule.
4. Collaborate with external vendors for specialized training where appropriate.

System & Compliance Training

1. Serve as the organizational expert in Keystone, MeridianLink, and all other credit union software, embedding system training into onboarding and ongoing development.
2. Integrate compliance requirements (NCUA, BSA/AML, security, and other regulatory areas) into all training curricula.

Performance Measurements

• Successful onboarding outcomes demonstrated by early performance, knowledge assessments, and retention.
• Consistency in service quality and operational accuracy across branches and departments.
• Completion rates and effectiveness of enterprise and leadership training.
• Positive feedback from participants and leaders on training impact.

Qualifications

Education/Certification:

• Bachelor’s degree in Business, Education, or related field preferred.
• CUNA Training or Facilitation Certification preferred.

Required Knowledge:

• Strong knowledge and hands-on experience with the Keystone core processing system (required).
• Knowledge of credit union operations, retail service, and regulatory standards.
• Familiarity with learning management systems (LMS) and e-learning tools.
• Advanced skills with Microsoft Office (Excel, Word, PowerPoint, Teams).

Experience:

• 3–5 years of experience delivering training in financial services or credit unions.
• Experience facilitating onboarding, system, compliance, and service training.
• Experience training leaders/managers preferred.
• Certification in CUNA Creating Member Loyalty (CML) preferred, or willingness to complete upon hire.

Skills/Abilities:

• Strong facilitation and presentation skills with the ability to inspire and engage diverse audiences.
• Ability to adapt training methods for frontline staff, enterprise teams, and senior leaders.
• Professional presence consistent with Sun’s brand and people-first culture.
• Strong organization and project management skills.
• Ability to work independently and cross-functionally with multiple stakeholders.

Working Conditions:

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected.  They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions.  Well- constructed job descriptions are an integral part of any effective compensation system.  

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.   Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive.   Additional functions and requirements may be assigned by supervisors as deemed appropriate.  

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.